HEAT Self Service How-to - University of Maine System
Contents
1. Forgot your password link on the Self Service sign on page 2 Enter your Login ID Your Login ID will be the same as your MAINE EDU ID For example if your email ID is billy blanks maine edu you should use billy blanks as your login ID 3 Enter your email address associated with this ID This will be your MAINE EDU email address After several moments an email will be sent to your MAINE EDU email address from unethelp maine edu with your password Use this password along with your ID to access the system2. About this area If Personal Identifiers SSN Student Employee s Full Name are needed to in order to research an issue the information may be entered in this area After you submit the ticket this filed will be no longer editable from Self Service Three months after ticket has been closed this data will be deleted from the ticket and will be no longer retrievable lf information needs to be added to the Details area at any time after a ticket is submitted a note should be submitted asking for data to be added to the Details page Submit 12 Click the Submit Link on the bottom of the page You will receive a prompt stating your ticket number You will also receive an email with information contained in the ticket Keep the ticket number handy for reference Customer sence has received your issue Please use reference IL QO050056 when reterring to this issue 13 Click the Home link on the left Navigation pane to see your ticket Account Information Lo m ia ut g0050056 Open Standard Please describe this 2 4 2008 You may leave this problem in full detail blank lf you would like to see all Open tickets please click on the Open Issues link found on the bottom of the page Please keep in mind it will only show the first 20 open tickets Click on the More Issues link to see more open issues More issues All Issues Open Issues Add a Journal Entry to a ticket 1 Find the ticket in one of two wa
3. the Browse button to find the document you wish to upload 5 Add a brief description regarding the attachment 6 Click on Upload 7 A summary of the uploaded file will be presented at the bottom of the ticket test doc test description Changing Password 1 Click on Account Information in the Navigation Pane Navigation Home _ _ Hew Tesuse Account Information Cantact Ws Ho Il d ci I Lo J m ut 2 Click on Edit Customer Service gt gt Account Information 3 Enter in your new password under Authentication Information It can be at most 8 characters long Authentication Information Login ID ser name Password ConArrn Password 4 Hit the submit link Customer Service gt gt Account information Changing your Personal information 1 Click on Account Information in the Navigation Pane Navigation 2 Click on Edit Customer Service gt gt Account Information C Edit gt 3 You may now edit your account information PLEASE NOTE Do not change your USER ID on this screen If there are issues associated with your user ID please contact the ASUS help desk PLEASE NOTE The Personal Question Answer area is not functional at this time You may be able to add information but it will not be used in any regarding Password resets or account activation Kindly Ignore it information will be used by customer If you forgot your password 1 Click on the
4. HEAT Self Service User Manual 07 05 2010 Web Site http nss unet maine edu HeatSelfService modern en us Submitting a Ticket 1 Enter your Self Service User Name and Password User ID Password Login 2 Click the New Issue link on the left hand Navigation pane Navigation Aog Information Contact Uz 3 Choose the location of your campus from the Location Drop Down Afliation Bangor Status staf Location issue speciAc 4 Type in Brief summary of the issue Briey summarize your problem here i ype in a Brief Summarw of Issue 5 Type in a full description of the issue Describe your problem in detail here Please describe this problem in Full detail 6 You may leave the Solution text field Blank 7 Inthe Please select the role that best describes your skill level Drop Down box select Campus Expert It is important to select this first before continuing to the other drop down boxes Please choose a proper type for your issue Please choose a proper category for your issue Select a priority here that best describes your problem Urge 2 High 3 Norna 4 Lov 5 Wherever 8 Go to the Second Drop Down box and select a proper call type regarding your issue 9 Go to the Third Drop Down box and select a category regarding your issue 10 Select an appropriate priority of the issue 11 You may enter further information under the Notes Details area Notes
5. s being taken tamontanaro 4 11 2008 Internal Action is being taken tlamontanaro 4 11 2008 Internal Action is being taken thamontanaro 4 11 2008 Internal Action is being taken thlamontanaro 4 21 2008 Internal Action is being taken Add a note PLEASE NOTE When submitting a note you will see the text HSS within the Entered By Column This means you Self Service identifies its users with a common ID but the ticket still remains yours and the information is displayed properly to the staff working on the ticket Adding an attachment to a ticket In order to add an attachment to a ticket you must select a ticket that has already been submitted If you plan to upload an attachment on a brand new ticket submit the ticket first then go back and view the ticket You will then be allowed to add an attachment PLEASE NOTE Once attached you will NOT be able to access the attachment from within Self Service The attachment will be viewable by the HEAT Support Users only If you need to access the submitted attachment please contact the ASUS help desk 1 Click the Home link to see a list of your tickets 2 __Click on the Reference number link of the ticket Open Standard Please describe this 2 4 2008 You may leave this problem in full detail blank 3 Scroll to the bottom of the ticket You will see an area to upload an attachment Add an attachment File to upload Browse Description LIoload 4 Click
6. ys a Click the Home link to see a list of your tickets Then Click on the Reference number link of the ticket g0050056 Open Standard Please describe this 2 4 2008 You may leave this problem in full detail blank or b Type the ticket number directly in the Reference ID field Hit Look Up Button Reference DD Lookup Issue 2 Click on the Add a note link towards the top of the ticket area C S a Add a note 3 Make sure Journal Type is Campus Note Request Continue to the next step 4 Type in a brief description or request within the Journal Entry text box Journal Entry Please type in Feedback regarding ticket Submit 5 Hit the Submit link Once a Journal is submitted the appropriate assignee of the ticket will receive an email notification PLEASE NOTE After submitting a Journal you will be automatically taken back to your first Journal Entry Click the Additional Notes link to see a list of your journal entries Viewing Journal Entries to your tickets 1 Click Home to see your tickets 2 Click on Reference number link of the ticket Open Standard Please describe this 2 4 2008 You may leave this problem in full detail blank 3 Click on the Additional Notes link Additional Motes 4 You will now be viewing a history of notes added to your ticket Add a note Entered By Entry Entry Date tamontanaro 4 11 2008 Internal Action i
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